2024-422-E-Emergency Svc-Priority Dispatch Corp-Quality Performance Review Services

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Attachment A 1. Services. Provider OR (“PDC”) will provide the Services below to County OR (“Customer”). 1.1 The Quality Performance Review (“QPR”) a. QPR Process - Dedicated QPR Workstation. i. As needed, Customer will allow PDC to have remote access using SecureLink® software to a dedicated physical or virtual workstation per discipline in increments of 50 cases per week configured with AQUA®, ProQA® Admin Utility, PDF Reader and the respective audio logger. ii. As appropriate, Computer Aided Dispatch (CAD), Record Management System (RMS), Jail Management System (JMS), and National Crime Information Center (NCIC) Terminal Access should not be accessible on this workstation. iii. As part of the QPR process, PDC will audit calls using Customer ’s software from this/these assigned workstation(s). Additional AQUA® Software License(s) will be provided by PDC for the Quality Performance Review Department’s access for the duration of the project. iv. The dedicated workstation will be installed and configured with AQUA®, ProQA® Admin Utility, XLerator ®, server access and the respective audio logger player. v. As appropriate, CAD, RMS, JMS, and NCIC Terminal Access should not be accessible on the QPR workstation. vi. An additional AQUA® Software License will be provided by PDC for access purposes for the term of the contract. This license will include an Audio Integration License, if applicable. vii. The above may be modified by mutual consent of the Customer and PDC. 1.2 Quality Performance Review (“QPR”) Services 1.3 Pre-QPR Preparation. Planning Meeting - Overview of system and processes for QPR Staff. This meeting is to go over the deliverables, as well as ensure the QPR Dept. has the correct setup to access cases/calls to obtain a copy of the agency policies and procedures and ensure the client understands the deliverables of the product being provided. 1.4 Case Review. Quality Assurance review will be performed by the QPR Reviewer in accordance with the International Academies of Emergency Dispatch (“IAED”) standards for Accreditation. 1.5 The above may be modified by mutual consent of the Customer and PDC. 1.6 Customer’s ED-Q 1.6.1 The Customer must identify an individual to receive and distribute case review feedback, as provided by the QPR Reviewer, to the Customer’s staff. This individual must be certified by the IAED as an ED-Q or will be certified within one year from the start of the services. 1.6.2 Customer’s contact person (the “ED-Q”) will work directly with the QPR Analyst. As necessary, the ED-Q will provide any Quality Improvement feedback and training to Customer ’s dispatchers/calltakers. For example, the Customer’s ED-Q will work with Customer’s dispatchers/calltakers to help them understand structured protocol utilization and address protocol compliance and performance improvement requirements to become a more effective dispatcher/calltaker. 1.6.3 In order to ensure the integrity of the QPR Service, when the ED -Q provides feedback to the dispatcher/calltaker, the ED-Q should not provide education that is contrary to PDC’s review of the relevant call in front of the dispatcher/calltaker. If the ED -Q does not understand, or agree with, the results of the QPR review of the call, or believes a mistake or miscommunication has occurred, the ED-Q should inform the dispatcher/calltaker that the issue shall be researched and shall then contact the QPR so that a resolution can be reached through the Appeal and Special Review process. The decision of the Appeal and Special Review panel is final. 1.7 Updates. Customer understands that the use of the latest, updated version of AQUA® is a material component of this Agreement. In addition, the Customer must be using the most current version of the Docusign Envelope ID: E44428D0-7147-4985-90A7-38551DFA6666